Job Details

Voice of the Customer Analyst I-Sr.

This position will be filled as an Analyst I-SR depending on relevant experience. This position can be filled as a hybrid role within Entergys physical service territory.

Job Purpose/Summary:

The Voice of the Customer (VOC) team is responsible for harvesting external data and insights to bring the customers perspective to life within the organization. By collecting and analyzing customer feedback from various channels, the team identifies key customer needs, preferences, and pain points, which are then used to enhance the overall customer experience, inform strategic and operational decisions, and foster a more customer-centric culture. The VOC teams efforts lead to increased use of the customer voice in decision-making, consistent feedback loops that enable proactive engagement, and enhanced cross-functional collaboration, ultimately positioning the organization as the premier utility in the market.

Job Duties/Responsibilities:

Operationalize the Customers Voice:

• Collect and analyze customer feedback using surveys, interviews, and focus groups to gather insights into customer needs, preferences, pain points, and expectations
• Develop and maintain visualizations (e.g., dashboards, reports) to communicate customer insights to stakeholders
• Represent the customer perspective in strategic decisions and ensure their needs are prioritized

Benchmarking and Best Practices:

• Research and identify industry best practices for delivering an exceptional customer experience
• Benchmark the organizations customer experience against competitors or top performers in the industry
• Recommend and facilitate the implementation of best practices to enhance the customer experience

High-Touch Customer Experience:

• Monitor engagement metrics and track changes in customer satisfaction
• Close the feedback loop with customers, demonstrating the organizations responsiveness and accountability
• Share improvements with customers, emphasizing their role in driving change
• Highlight success stories introduced due to customer feedback

VOC Insights and Analysis:

• Aggregate and analyze data from surveys, interviews, focus groups, and other feedback channels to identify customer needs, preferences, pain points, and expectations
• Identify common themes and trends in customer feedback, including emerging issues or areas of opportunity
• Document how customer feedback was addressed, showing the organizations responsiveness and accountability

Agile Methodology:

• Utilize agile methodology to iterate quickly and incorporate feedback on deliverables and outputs
• Participate in agile project management activities, such as sprint planning, daily standups, and retrospectives, to ensure the timely delivery of data solutions

Emerging Industry Trends:

• Stay up to date with the latest advancements in customer insight analytics, survey tools, focus group and other techniques to enhance the voice of the customer

Cross Functional Collaboration:

• Partner with various departments to align on customer experience goals and initiatives
• Communicate insights and recommendations to executive leadership to inform strategic decision-making
• Foster a data-driven culture and promote the use of customer analytics across the organization

Minimum Requirements:

Minimum education required of the position:

• Bachelors Degree in technical or business-related field or equivalent work experience

Minimum experience required of the position:

• Analyst I: 0-2 years of relevant professional experience
• Analyst II: 2-4 years of relevant professional experience
• Analyst III: 4-6 years of relevant professional experience
• Analyst Sr: 6+ years of relevant professional experience

Minimum knowledge, skills and abilities required of the position:

• 3-5 years of experience in a customer experience, data analysis, or customer service role
• Strong analytical and problem-solving skills with the ability to derive insights from data
• Agile methodology understanding
• Preferred: Proficient in data analysis tools and techniques (e.g., SQL, Excel, Tableau, Power BI)